Customer Service Associate

Job title: Customer Service Associate.
Reports to: Director of Strategic Accounts.
Classification: Non-exempt.
Schedule: Monday – Friday, 8 AM – 5 PM/40 hours a week.


Summary/Objective:
The Customer Service Associate position is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Works closely with the credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customer’s service expectations.
• Perform additional assignments per supervisor’s direction.

Competencies:

• Technical capacity.
• Customer/Client Focus.
• Communication Proficiency.
• Personal effectiveness/Credibility.
• Strong work ethic and team player.
• High degree of professionalism.
• Decision-making, problem-solving, and analytical skills.
• Organizational, multi-tasking, and prioritizing skills.
• Must be very detail oriented.
• Good attendance and work history.

Supervisory Responsibility:

The Customer Service Associate position does not have any direct supervisory responsibilities.

Working Conditions:

• Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk.
• This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

Position Type and Expected Hours of Work:

• This is a full time position. Days and hours of work are Monday through Friday, 8:00am-5:00pm.
• The employee must work 40 hours each week to maintain full-time status.
• Occasional evening and weekend work may be required as job duties demand.

Qualifications:

Education and Experience:

• Minimum one (1) to three (3) years’ experience in similar position.
• High school diploma or equivalent required.
• College degree preferred.